PRIMARY FUNCTIONS/RESPONSIBILTIES
Key Activities:
- Provide first-line technical support to users via phone, email, and chat.
- Diagnose and resolve technical issues, including problems with operating systems, software, and hardware.
- Prioritize incidents based on severity and ensure timely resolution.
- Log and categorize support requests using a ticketing system.
- Guide users through problem-solving processes and provide clear instructions.
- Escalate unresolved issues to higher support levels when necessary, ensuring thorough documentation of all steps taken.
- Maintain a professional, customer-centric approach to support.
- Communicate updates and resolutions to users promptly and professionally.
- Stay up-to-date on new tools, updates, and best practices for remote technical support.
- Work closely with other support team members to ensure consistent support and knowledge sharing.
- Participate in team meetings and contribute to knowledge base articles.
Required competencies:
- At least 1 year of experience in Level 1 IT support (remote support experience is preferred).
- Understanding of basic IT concepts and technologies (e.g., operating systems, networks, and peripherals).
- Basic skills in networking technologies (TCP/IP, DNS, VPN).
- Experience with remote support tools (TeamViewer, AnyDesk, RDP, etc.).
- Ability to troubleshoot software and hardware issues at the user level.
- Ability to explain technical problems and solutions to non-technical users.
- Excellent verbal and written communication skills.
- Resilience and the ability to remain calm in stressful situations.
- Ability to multitask and respond quickly to requests.
- Proficiency in English at a level not lower than B2. Additional requirements:
- Experience with ticketing systems.
- Basic knowledge of information security.
- Familiarity with basic network monitoring and diagnostic tools.
- Technical certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.
- Russian language as a plus.
